# The National Health Service (Complaints) Regulations 2004, Regulation 14: General complaints remit of the Healthcare Commission


(1) In any case where—
(a) a complainant is not satisfied with the result of an investigation—
(i) by an NHS body under regulation 12, or
(ii) by an independent provider, with whom an NHS trust or Primary Care Trust has made arrangements as mentioned in regulation 6, in accordance with its arrangements for the handling and consideration of complaints;
(b) for any reason an investigation mentioned in paragraph (1)(a) has not been completed within 6 months of the date on which the complaint was made, or
(c) a complaints manager has decided not to investigate a complaint on the grounds that it was not made within the time limit mentioned in regulation 10;
he may request the Healthcare Commission to consider the complaint in accordance with this Part.
(2) In any case where a person has made a complaint to a primary care provider and is not satisfied with the outcome of an investigation of his complaint by the primary care provider, in accordance with its procedures for the handling and investigation of complaints, he, or a person who acted as his representative in accordance with those procedures, may request the Healthcare Commission to consider the complaint in accordance with this Part.
(3) A request under paragraphs (1) or (2) may be made either orally or in writing (including electronically) and must be made within 2 months of, or where that is not possible, as soon as reasonably practicable after, the date on which the response mentioned in regulation 13, or, as the case may be, under the complaints arrangements of the primary care provider, was sent to the complainant.

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Source: https://www.legislation.gov.uk/uksi/2004/1768/regulation/14 (the official version)
Page: https://openlegislation.uk/national-health-service-complaints-regulations-2004/regulation-14
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.